Vendor Performance Manager

The Difference You Will Make

The Workforce And Vendor Excellence team is responsible for generating supply to enable guests to book vetted local professionals directly in the Airbnb app. As a Vendor Performance Manager, you will be the primary operational owner for strategic vendor relationships critical to scaling and managing the Homes program.

You will be responsible for ensuring our vendors meet and exceed service level agreements (SLAs), drive continuous performance improvement, and maintain strict adherence to Airbnb's quality standards. This role requires a strong blend of analytical rigor, negotiation skills, and a passion for operational excellence within a global vendor network.

A Typical Day

Performance Management & Reporting

• KPI & SLA Oversight: Own the end-to-end performance of key operational vendors, developing, tracking, and reporting on critical metrics related to quality, efficiency, compliance, and cost.
• Data Analysis: Conduct deep-dive analysis on vendor data to identify root causes of performance gaps, service failures, and emerging trends. Translate complex data into actionable insights for both internal stakeholders and vendor leadership.
• Operational Process Optimization: Maximize CRM effectiveness by streamlining workflows, optimizing reporting, and ensuring data accuracy to significantly boost internal operational efficiency.
• Establish Scalable Infrastructure: Proactively architect scalable operations for all new initiatives and pilots. Partner with planning teams to ensure vendor capacity is fully aligned with short-term and long-term business forecasts.
• Business Reviews: Lead and facilitate business reviews with vendor partners, driving accountability and documenting clear action plans for improvement and growth.
• Forecasting & Capacity: Partner with internal planning teams to ensure vendor capacity aligns with short-term and long-term business forecasts.

Strategic Partnerships & Improvement

• Continuous Improvement: Identify, scope, and lead process improvement projects with vendors, focusing on enhancing quality, reducing operational friction, and improving the overall host/guest experience.
• Contract Adherence: Ensure vendors strictly comply with all contractual agreements, security requirements, and policy updates.
• Risk Mitigation: Proactively identify and mitigate operational and compliance risks within the vendor ecosystem.

Internal Stakeholder Management

• Serve as the operational liaison between vendors and internal teams (e.g., Product, Policy, Legal, Training, Finance).
• Synthesize vendor feedback and performance to inform product development and the Homes business.
• Provide regular updates to senior leadership on vendor performance and impact.

Your Expertise

Required Qualifications

• 10+ years of professional experience, with at least 5 years focused on vendor management, supplier relationship management, or outsourced operations performance in a high-volume, global environment.
• Strong Analytical Skills: Proven ability to analyze large datasets, synthesize performance trends, and use data tools (e.g., Excel, Google Sheets, SQL proficiency strongly preferred) to drive decisions.
• Technology & CRM Proficiency: Deep working knowledge of CRM systems (especially Salesforce) and sales enablement tools (MixMax, Gong) to optimize sales processes and operational efficiency.
• Operational Excellence: Deep understanding of contact center operations, quality assurance methodologies, and process improvement frameworks (e.g., Lean, Six Sigma).
• Communication & Influence: Exceptional written and verbal communication skills, with the ability to present complex information clearly and influence stakeholders at all levels, both internally and externally.
• Project Management: Experience managing complex operational projects with clear timelines, deliverables, and cross-functional dependencies.

Preferred (Great to Have)

• Experience in the Tech, Travel, or Gig/Sharing Economy sectors.
• Familiarity with two-sided marketplace dynamics and the complexities of host/guest support.
• Experience launching new programs or standing up operations with a vendor from scratch.

Our Commitment To Inclusion & Belonging

Airbnb is committed to working with the broadest talent pool possible. We believe diverse ideas foster innovation and engagement, and allow us to attract creatively-led people, and to develop the best products, services and solutions. All qualified individuals are encouraged to apply.

Reasonable Accommodations

We are committed to providing reasonable accommodations throughout the recruitment process for applicants with disabilities. If you need assistance or an accommodation, please let your recruiter know once you are contacted about a role.